Complaints
Making a complaint.
If something has gone wrong, tell us. Here’s exactly how it works, what to expect, and what you can do if our answer doesn’t put it right.
Step 1 — Tell us
The fastest way to fix something is to talk to us first.
Phone
0800 123 4567Mon–Fri 8am–8pm · Sat 9am–5pm
Email
complaints@reviveinsure.co.ukPut “Complaint” in the subject line.
Post
Revive Insure Limited — Complaints
First Floor 5 High Street
Westbury-On-Trym
Bristol, BS9 3BY
Or use our contact form and select “Complaint” from the dropdown.
What helps
What to include.
- Your name, contact details, and policy or quote number.
- What’s gone wrong, in as much detail as you can.
- When it happened.
- What you’d like us to do to put it right.
You don’t need everything to get started. We’ll ask for anything else we need.
The process
What happens next.
- 1
A prompt acknowledgement.
You’ll get confirmation we’ve received it, and the name of the person handling it.
- 2
Resolve it quickly where we can.
Anything we can put right by the end of the third working day after we receive it, we’ll resolve there and then, and send you a summary resolution communication.
- 3
Investigate it.
If we can’t resolve it that quickly, a complaint handler looks at what happened, talks to anyone involved, and reviews the records.
- 4
Send you a final response.
We aim to resolve within the statutory eight weeks. If it takes longer, we’ll tell you why and keep you updated.
Our final response will explain our decision, why we’ve reached it, and what (if anything) we’re going to do about it.
Independent escalation
If you’re not happy with our response.
If we haven’t resolved your complaint within eight weeks, or if you’re not satisfied with our final response, you can refer the complaint to the Financial Ombudsman Service. The FOS is a free and independent service for resolving disputes between consumers and financial firms.
Financial Ombudsman Service
Free and independent.
- Address
- Exchange Tower
London E14 9SR - Phone
- 0800 023 4567 (free)
- Website
- financial-ombudsman.org.uk
The FOS has six months from the date of our final response to consider your complaint. After that, they may not be able to help.
Our principal firm
Revive Insure Limited operates as an Appointed Representative of Innovative Risk Labs Ltd (FCA Reference 609155), who acts as our principal firm. In some cases, complaints may be handled or escalated by IRL as our principal. If that happens, you’ll be told and the same overall timescales apply.
Complaints data
Once a year, we publish a summary of complaints we’ve received, the categories they fell into, and how many were upheld. Our first annual complaints report will be published [placeholder: first complaints report date].
Vulnerable customers
If your complaint is being made on behalf of someone who’s in difficult circumstances, or if it relates to a difficult situation you’re going through, tell us. We’ll handle it with appropriate care, take extra time where it helps, and offer alternative ways to communicate (by phone, by post, with a trusted helper, in a different format).